This document discusses IFS CRM software and its benefits for customer relationship management. It describes IFS CRM's capabilities for managing the customer lifecycle and its integration with other IFS applications. The presentation then highlights new features in IFS Applications 8 like the Sales Companion app and configuration tools. It concludes with a customer story about Damen Shipyards Group which implemented IFS CRM to improve sales effectiveness and create a single customer database across its global operations.

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3. SALES & MARKETING
IFS CRM—Boost customer relations and reach higher
levels of customer satisfaction
AART RUPERT—DAMEN SHIPYARDS GROUP
JORGE DEFREITAS—IFS
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4. AGENDA
IFS CRM Offering
Exciting news in IFS Applications 8
Customer Story—Damen Shipyards Group
Questions
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5. IFS CRM OFFERING

6. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
CHALLENGES
Defining your CRM strategy around your customers
Acquiring,
Retaining,
Developing,
Terminating
Supporting all roles impacting the customer relation
Moving from a reactive to a proactive culture
Increasing sales and customer support by sharing information
Providing adequate means of monitoring and reporting to make accurate
decisions
Creating one single view of the customer
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7. IFS OFFERS INTEGRATED CRM
COVERING THE CUSTOMER LIFECYCLE
Reports/BI
IFS EE Client
IFS Database
Financials, Project,
Contracts and
Service
Management, HR, …
CRM Import Tool
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Windows Client
Exchange/Domino
Server Synchronizer
CRM Workshop Tool

8. IFS OFFERS INTEGRATED CRM
BENEFITS
Global Solution
One Company/One Integrated Solution
Mobility
Flexibility
Support for Sales Process Management
Comprehensive Lifecycle management support
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9. CUSTOMER QUOTES
First Drinks Brands Limited—UK (Claire McCulla) - “flexibility we now have has made a
huge impact on our business… happy to leave the ‘manual’ labour behind and let
CRM do the work”
CDF corporation—NA (Alex Ivkovic)—“Sales companion has greatly enhanced the
usefulness of the IFS CRM Suite. It has proven its worth from the sales force in the
field to the executive suite”
Soil Machine Dynamics Ltd —UK (Eduard de Zwann)—“great flexibility on how to
capture our customer interactions”… “intuitive to use and allows us to change
depending on our business needs”
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10. EXCITING NEWS IN IFS APPLICATIONS 8

11. SALES COMPANION
TOUCH APP FOR REMOTE ACCESS AND MANAGEMENT
Accounts
Contacts
Activities
Opportunities
Dashboard
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12. MASTER DETAIL CONFIGURATOR (1–2)
CONFIGURATION
Tools/Master/Detail Configurator
Create and Publish Master Detail project
Example: Opportunity header, Opportunity
lines and activities
Drag & drop fields, define location, size, set-up
tab order …
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13. MASTER DETAIL CONFIGURATOR (2–2)
CLIENT
Profile association and control
Easy to add new records and…
Easy to edit one or more records at the
same time
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14. CALENDAR ITEMS COLORING
CLIENT
Table and field settings required
Tools/Settings/Configuration/Diary
Color Category when in Change Base
Profile mode
Select table and respective field
Pick color
See results in Calendar
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15. CONDITIONAL FORMATTING
CLIENT
Tools/Settings/Configuration/
Conditional Formatting
Choose table and field for the
condition
Add one or more rules for the same
field
Choose text style and color,
background color and/or apply to
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See results in client
Result view needs to contain
fields which condition is set for
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16. RECURRING ACTIVITIES
Enable feature on one or more tables
Add activity and configure series
Choose time for activity to occur,
recurrence pattern and range of series
Edit or remove series at any point in time
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17. CUSTOMER STORY—DAMEN SHIPYARDS GROUP

18. Aart Rupert
CIO/Director Group IT & IM
IFS: 29 october 2013

19. DAMEN SHIPYARDS
DAMEN SHIPYARDS
GLOBAL PRESENCE
FROM GOOD TO GOLD
CRM
RESULTS & LESSONS LEARNED

20. INTRODUCTION
DAMEN SHIPYARDS
GLOBAL PRESENCE
1927
1990
THE COMPANY FOUNDATION
FIRST YARD ABROAD
ACQUIRED
1973
1922
1922
1922
EXPANSION OF DAMEN
SHIPYARDS IN GORINCHEM
1922
1922
1922
1969
1978
KOMMER DAMEN TOOK OVER
START BUILDING ABROAD
1922

21. INTRODUCTION
DAMEN SHIPYARDS
GLOBAL PRESENCE
2011 LET ‘S THE COMPETITION
OUTPERFORM IN A PRODUCTIVE
AND EFFICIENT WAY
2000
NAVAL SCHELDE JOINS DAMEN
1922
1922
1922
1922
1992
AMELS WAS ACQUIRED
2005–2010
EXPANSION

22. INTRODUCTION
DAMEN SHIPYARDS
GLOBAL PRESENCE

23. INTRODUCTION
DAMEN SHIPYARDS
ASD TUG
ATD TUG
GLOBAL PRESENCE
MULTICAT
MARKETS
PUSHBUSTER
SHOALBUSTER
STAN TUG

24. SALES PROGRAM: FROM GOOD TO GOLD
1) Sales effectiveness 2012–2013
• Increased selling efficiency
• Sufficient internal communications
• Better reporting & forecasting
2) Sales Excellence 2013–2014
•
More leads & opportunities
•
•
•
Better Customer Insights
Better Market Insights
Lead Management
3) Commercial Excellence 2014–2015
• Increased customer efficiency & profitability
•
Collaborative & Social media

25. FROM GOOD to GOLD PHASE 1: SALES EFFECTIVENESS
• One Damen CRM
•
•
•
•
One customer database
Facilitate our growth
Better marketing of our products or services
Better Reporting and forecasting
• Key-success factor: “We like to work in the CRM”
• Start: June 2012
•
•
CRM (IFS)
150 users (start with central sales)

26. FROM GOOD to GOLD: CRM
October 2013
375 Sales and Marketing users
•
Sales: 135 ; Service: 30 ; D&P: 30 ; Finance/Admin: 10 ; Procurement: 55 ; Holding 15
•
Repair: 80 ; Other Damen companies: 20

27. CRM: USABILITY = KEY
Sales Manager: Ipad App
CRM
ERP

28. FROM GOOD to GOLD: INTEGRATION CRM
•
Customized integration between Opportunity and Sales Contracts
•
Customized integration between Sales Contracts and Projects
•
Additional security on the Sales Contract depending on the CRM security
•
Separate solution in Opportunity for Ship Repair with import of IHS database
•
CRM App for iPad

29. CRM: “WE LIKE TO WORK IN THE CRM”

30. CRM: “WE LIKE TO WORK IN THE CRM”

31. CRM: “WE LIKE TO WORK IN THE CRM”

32. CRM: “WE LIKE TO WORK IN THE CRM”

33. CRM: RESULTS & LESSONS LEARNED
• Results
•
•
•
•
We have more or less acceptance of CRM
We have one Damen Customer Database
We have much better reporting and forecasting
We have our first analysis of Customer Data
• Lessons learned
• Be aware of the complexity
• Customized integration and new mobility technology
• Advise: start with the CRM and IFS integration
• Train the sales managers (also for the CRM app)

35. QUESTIONS

36. www.IFSWORLD.com
THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE FUNCTIONALITY FOR IFS’S SOFTWARE PRODUCTS AND
TECHNOLOGY. SUCH STATEMENTS OF FUTURE FUNCTIONALITY ARE FOR INFORMATION PURPOSES ONLY AND SHOULD NOT BE
INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. IFS AND ALL IFS PRODUCT NAMES ARE TRADEMARKS OF IFS. THE NAMES
OF ACTUAL COMPANIES AND PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS.
© 2013 IFS